Enterprise personalization

Problem

Google Drive began to release features specifically for enterprise users. For the first time, users would need to pay subscription fees in order to access tiers of features. The content was previously aimed towards consumer users, and we needed a way for all content to coexist on the same platform without confusing users.

Press release for feature, now known as "shared drives."

Objective

Create a process for users to automatically see personalized content based on their sign-in information and subscription tier, including an "escape hatch" for users to easily switch accounts in case they have multiple accounts.

Timeline

November 2016-March 2017

Stakeholders

Product Designer, Product Support Manager, Platforms Specialist, Product Engineer, Legal Counsel

Strategy

When a user arrives on a content page:

• They will see content appropriate for their sign-in information:

  • Enterprise

  • Education

  • Consumer

  • Signed out

• All users will see their actual account and a button that can take them to the standard account switch workflow.

• If they choose to change accounts, it will return them to the same article after signing in again. 

• User feedback will be split by sign-in type to monitor usage and customer satisfaction by account type.

MY role - UX Writer

• Back end work:

  • Identified existing signals to figure out which users were which, along with support from Platforms Specialist.

  • Coded content blocks to appear only for certain user types.

  • Created, tested, and verified the "escape hatch," which would allow people to sign out if they had multiple account they were signed into. 

• Front end work:

  • Drafted four versions of the same article, one for each main user tier, using the same simple, clear language instead of enterprise jargon and product terms. 

  • Ran surveys and studies to understand what language users would understand best.

  • Wrote UI copy for in-product, leading enterprise users to the help content.

  • After launch, used data to improve specific versions of the articles for users.